Healthcare Cloud Computing: 6 Ways To Improve Customer Support

Customer support teams in businesses all over the globe are starting to use cloud computing technology to provide a better service to their customers. Over the past few years, the healthcare industry has reformed the patient experience and streamlined outdated processes by embracing cloud computing. Let's take a look at the top six ways healthcare can use cloud computing to improve patient experience and support to help their companies and patients thrive.

 

#1  Improving Healthcare Quality With Cloud Computing

Healthcare is changing in a monumental way. Brick and mortar healthcare facilities are being replaced with virtual clinics where doctors are only a swipe away. Telehealth is revolutionizing healthcare with its ability to reach patient populations in remote areas where traditional healthcare entities fell short. This has also given rise to remote patient monitoring (RPM) which has empowered patients with technology to manage their health in their own home instead of in a doctors office. By creating healthcare in a home environment, patients are more engaged with their health and technology enables doctors to have a clearer picture of the patients health. The driving force behind the telehealth industry and RPM is cloud computing due to its ability to enhance the quality and speed of the patient experience. For example, paper charts have been eliminated and transformed by electronic health records. Clinics and other healthcare facilities use cloud technology to share patient records with other medical professionals and their patients which streamlines the process. This is extremely useful for any patients who have caregivers that need to review any past notes from consultations or medical tests. Cloud computing also makes it possible for patients to share data from fitness and health tracking devices with their doctors which creates more transparency between both parties.

#2  Digital Health Tracking

The future of healthcare lies in digital health tracking devices. Companies like Helo LX, are empowering patients to track their blood pressure and glucose levels through a non-invasive watch. This increases the engagement and transparency between doctors and patients in monitoring and controlling day to day vitals. Patient-generated health data is a major benefit of using cloud technology because it enables hospitals and doctors to have real-time access to their patients from remote locations which can work to reduce potential fatalities.  According to a study by Ernst and Young, physicians believe that digital health technology not only benefits the health of a population but also has the power to reduce the burden on our healthcare system.

#3  Keeping Healthcare Data Secure

The healthcare industry is widely known as the only proponent of the outdated system known as a fax machine to share documents with other medical professionals. This method is not only costly in terms of both money and time, but also presents a risk of sensitive patient data being lost or stolen. Cloud platforms with secure sharing features allow healthcare professionals and patients to seek second opinions without risking the security of their data.

All healthcare providers who choose to use cloud technology must consider the security implications of using a third-party service to store or process their data. Since 1996, the Health Insurance Portability and Accountability Act (HIPAA) has required the healthcare industry to take steps to keep patient data secure. This act has been updated several times to reflect changes in technology. Healthcare providers today must ensure that all cloud services they use offer adequate security to comply with HIPAA. That often means using a private cloud, rather than a public server, or setting up a hybrid solution that combines cloud and on-premises data storage environments. An IT support company that specializes in working with healthcare organizations can advise on the cloud solutions that are appropriate for institutions that must comply with HIPAA.

#4  Using Big Data to Improve Customer Support

Health facilities today generate huge amounts of data. From individual test results to statistics on the types of procedures doctors carry out most often, this data can help healthcare providers to refine the treatments they offer and improve the management of their clinics to improve the patient experience.

When organizations need to manage very large amounts of data, a reliable cloud computing service is invaluable. Healthcare facilities need a cloud service provider who can not only guarantee the security of their data, but also provide all the necessary computing power and analytical tools to make sense of the data. Many cloud-connected healthcare providers are currently hiring data analysts who have the necessary skills to analyze large amounts of data and draw conclusions that drive business decisions.

#5  Customer Journey Mapping

Customer journey mapping is a way of visualizing the customer experience and is an example of how businesses can make use of big data to improve their customer service and support. Typically, a business using customer journey mapping will create journey maps for several primary audiences. Each journey map shows how a particular type of customer interacts with the business, from their first contact with the organization to their final purchase or interaction. Once this data is clearly presented as a map, it is easy for data analysts to see points in the customer journey where people are likely to drop out. These are the parts of the journey where the business needs to offer better customer support to keep people engaged.

Businesses in a wide variety of sectors can use journey mapping to help customers move through the sales funnel more efficiently. Meanwhile, healthcare organizations can use this powerful visualization tool to improve a patients experience with diagnostic and treatment processes. All healthcare organizations should consider investing in cloud-based analytical tools that allow them to create detailed customer journey maps with ease.

#6  Omnichannel Support

Customers today expect to be able to communicate with companies in a way that suits their individual preferences. Many customers like to use more than one channel to reach out to companies; for example, they might deal with private matters over email but post complaints on social media pages. Meanwhile, other customers may prefer to use more traditional methods like voice support to get help.

As telehealth continues to grow rapidly, healthcare organizations need to accommodate their patients communication preferences in order to provide an excellent patient experience by adopting omnichannel support. For example, when a patient calls the triage helpline, the operator should be able to see the details of all previous interactions that patient has had with their office. A cloud-based customer relationship management (CRM) software tool is an investment every healthcare provider should make in order to help them improve and maximize patient support.

Are you looking to implement cloud computing and digital support but not sure where to start? We are HIPAA certified and utilize 100% cloud-based systems. Answer these 3 simple questions and let us guide you through the process, or contact me directly.

 

Pete Milovcich

Director of Business Development
January 10, 2019